ShepHyken

JUNE 15, 2018

In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. These numbers are staggering. But how exactly does one get onboard with this trend?

Chatbots 189

Chatbots Customer Support Healthcare Scripts 189

ShepHyken

SEPTEMBER 7, 2018

Our data showed that out of the areas that vendors tend to focus on (namely, website, marketing collateral, case studies, blog, and product demos), only product demos are found reliably trustworthy by buyers, with 81% saying they’re more trustworthy. This is a problem for vendors.

B2B 201

B2B Surveys Sales Marketing 201

Beyond Philosophy

DECEMBER 26, 2017

As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity. The questions in these ‘new age’ employee surveys address such key areas as:: – Organizational stakeholder-centric leadership. Cultural readiness for stakeholder-centricity.

Surveys 279

Surveys Enterprise Consulting Consulting 279

Beyond Philosophy

JANUARY 31, 2018

But, to understand what factors leverage employee behavior, most organizations have historically relied on satisfaction and engagement surveys, typically conducted through HR. As a result, much of the surveying is about employee happiness, meaningful work, commitment to company goals, and effective effort. Employee life cycle.

Surveys 170

Surveys Enterprise Consulting Consulting 170

ShepHyken

JUNE 29, 2018

In a 2017 report by Conversocial , it was stated that customer service interaction made via Twitter have increased by 250% in the last two years. Of course, the most obvious way of collecting feedback is through customer surveys. The post Guest Blog: Struggling with Bad Customer Service? Social Media Engagement.

Customer Service 206

Customer Service Feedback Coaching Management 206

CustomerGauge

APRIL 20, 2017

We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! In honor of this release, we’re launching a series of blog posts, aptly named, “Know Your… ”, to promote CX and NPS best practices. This week it’s all about surveys.

Surveys 72

Surveys Marketing Benchmark Best practices 72

GetFeedback

NOVEMBER 20, 2018

Why the average customer satisfaction survey doesn’t work. If you’ve ever taken a customer satisfaction survey, odds are it looked something like this: . For a long time, companies have used periodic, generic surveys to gauge how happy their customers are. You may not have even considered it a survey.

Surveys 102

Surveys CRM Feedback Best practices 102

Beyond Philosophy

DECEMBER 20, 2017

A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. The JLL Retail survey predicted that holiday spending is expected to grow by 6% this year. The survey results also showed: Holiday Shoppers are starting early. 7 November 2017. 30% of U.S.

Surveys 383

Surveys Consulting Consulting Customer Experience 383

Aspect

OCTOBER 2, 2018

In fact, a new global Harris Poll survey commissioned by data management company DataStax found that 53 percent of U.S. The Aspect 2017 Customer Experience Index reported contact with customer service via talking to a live agent has declined 10 percent in the past 2 years. Learn more about chatbots and see them in action here [link].

Personalization 78

Personalization Surveys Chatbots Interactive Voice Response 78

ProProfs Blog

FEBRUARY 1, 2019

Once you see the benefits of social media and create a plan of action, customer surveys become more effective and insightful. Use the following tips to maximize your use of social media through customer surveys : Create New Trends Through Audience Engagement. Most consumer surveys are written keeping in mind a specific goal.

Surveys 84

Surveys Benchmark Advertising Customer centricity 84

Beyond Philosophy

DECEMBER 19, 2017

Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Per the online marketing intelligence service WARC , QVC took the top spot in the survey, jumping nearly 20 places over its positions last year. www.warc.com 4 December 2017. 28 November 2017. 23 November 2017. 4 December 2017. <

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

AskNicely

NOVEMBER 28, 2017

We’re excited to remedy this situation with Feature Roundup, a new AskNicely blog series. This allows you to set up NPS surveys or other customer feedback engagement outreach, segment by any custom field and automatically send at the cadence of your choice. But we haven’t always been timely in keeping our users ( not a user? )

Accountability 60

Accountability Feedback Surveys Management 60

Avaya

SEPTEMBER 30, 2016

In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017. The post Artificial Intelligence in 2017: the Next Step for Enterprises? appeared first on Avaya Connected Blog.

Enterprise 76

Enterprise Chatbots SaaS Self service 76

Toister Performance Solutions

APRIL 19, 2018

The customer service survey falls into that category for many companies. Smart customer service leaders should either fix their broken surveys or stop doing them altogether. The chances of you filling out a survey about surveys when you really don't like surveys is pretty low. You'd probably stop it immediately.

Surveys 48

Surveys Airlines Advertising Customer retention 48

Sykes

NOVEMBER 14, 2019

SURVEY: Americans’ Perceptions of the Future of Work. In early October 2019, we surveyed 1,500 employed adult Americans across the U.S. Survey Results. In what follows, we share working Americans’ responses to our 17-question survey, conducted by Pollfish on October 4, 2019. Over the past five years, both U.S. Age Groups.

Surveys 81

Surveys Telecommunications Technology Transportation 81

Provide Support

MAY 9, 2017

NewVoiceMedia survey results reveal that an estimated $62 billion is lost by U.S. In our blog we also published series of articles on this topic. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. New Customer Service Trends. No business can afford to be a customer service laggard.

Customer Service 48

Customer Service Surveys Customer Experience 48

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Beyond Philosophy

MARCH 20, 2017

Forrester Research declares 2017 the year that businesses become customer-obsessed. According to a recent Gartner survey, 74% of providers focus too much on their product features and technology. I have just read a great new book called Value-ology Palgrave McMillan, 2017. So what is the secret?

Customer centricity 344

Customer centricity Sales B2B Surveys 344

aircall

MARCH 23, 2018

For Aircall’s recent survey of 475 customer support leaders , it comes down to self-reflection. Imagine looking back on 2017 and seeing everything from a bird’s eye view. The post Survey Analysis: What Makes The Best Support Teams Tick? appeared first on Customer Experience & Cloud Call Center | Aircall Blog.

Surveys 86

Surveys CRM Education Metrics 86

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.).

Self service 402

Self service Best practices Customer Experience Call Center 402

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. Here are the experts: @Jon Arnold , an independent research analyst with a great blog.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

CX Accelerator

FEBRUARY 12, 2018

In 2017, VoC maturity is still an issue. Or it can come into the company outside the formal survey process like chat or email strings, or call recordings. It can even be in the form of free text responses in surveys. And, survey fatigue and other reasons pop up as to why customers are not providing feedback.

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

Provide Support

MARCH 11, 2020

Unlike in-person or telephone interviews, email surveys can reach larger numbers of customers in a shorter period of time. This is when email surveys step in to help you measure your marketing efforts and assess what needs improvement. . © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2020.

Feedback 66

Feedback Best practices Surveys Metrics 66

Beyond Philosophy

OCTOBER 12, 2017

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. If you were to guess whether Millennials prefer to buy online (on their phones) or in brick-and-mortar stores, what would you guess? No Googling, either. Being socially responsible.

Consulting 326

Consulting Consulting Sales Surveys 326

Fonolo

SEPTEMBER 4, 2019

A new survey from Call Centre Helper confirms that the reign of 80/20 continues, but there is more to the story. The report surveyed over 250 contact centers, asking questions about how companies are delivering customer service over voice, email, chat, and social media. it continues to be the default. About the Report.

Service level 57

Service level Surveys Abandon rate Call Center 57

Toister Performance Solutions

DECEMBER 10, 2020

It found that the number of households experiencing at least one problem over the past 12 months increased by 10 percentage points since the 2017 study. I conducted a survey of 1,084 U.S. Get the Report Subscribe to this blog and get a copy of the report, “What type of service do customers receive most often?”. Surprisingly, 66.7

Customer Service 141

Customer Service Surveys Consulting Consulting 141

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. Understanding things like the type of content to publish, topics to focus on, and choosing a blogging platform. After all, not all blogging platforms are created equally, and choosing wrong can negatively affect the whole experience. You can find her on LinkedIn.

Chatbots 52

Chatbots Finance Marketing Surveys 52

aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. Data in this report comes from a February 2018 survey of 475 U.S. About This Survey. Methodology.

Surveys 54

Surveys Customer Support B2C CRM 54

Toister Performance Solutions

NOVEMBER 16, 2017

Ecobee also takes voice of customer (VOC) feedback seriously, and does an impressive job deploying both Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys. Ecobee and NPS Customers get an NPS survey two weeks after registering their ecobee. The survey arrives via an email sent by the NPS survey company Delighted.

Surveys 48

Surveys Advertising Feedback Customer centricity 48

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

Customer centricity 40

Customer centricity Contact Center Call Center outsourcing 40

Provide Support

FEBRUARY 5, 2020

With a great set of features Provide Support live chat window can be customized to match any website look and feel and allows collecting various information about customers through pre-chat survey and leave a message form. Pre-chat form or pre-chat survey can contain any number of fields as well as a custom greeting message.

Surveys 59

Surveys Customer Service 59

Lumoa

JANUARY 11, 2022

NPS surveys or full NPS analytics? The question of “What should you invest in: survey or analytics?” Without a properly crafted customer survey, you would not get enough data. However, when debating survey vs. analytics, professionals often forget why they started the customer experience management program in the first place.

Surveys 103

Surveys Analytics Feedback Benchmark 103

Beyond Philosophy

MAY 3, 2018

We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently. 16 January 2017. What CEOs want to Hear in 2017.” 1 November 2017. How big does a company need to get before it is too big to care about Customer Experience? www.weforum.org.

Wireless 284

Wireless Consulting Consulting Airlines 284

Avaya

JUNE 26, 2017

According to a recent survey from PwC, they: Generate new ideas, but struggle to bring them to fruition (51%). The post Avaya Makes Innovation Easy at Call Center Week 2017 appeared first on Avaya Connected Blog. So, where do the other 90% of companies fall on the innovation spectrum? Do not prioritize innovation at all (3%).

Call Center 47

Call Center Education Contact Center Surveys 47

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Bringing Call Centers Into the Modern Age.

Contact Center 40

Contact Center Self service Call Center Analytics 40

Clarabridge

MAY 2, 2017

Using Clarabridge’s CX Studio, Jon and his team collated a wealth of rich customer feedback––from surveys, call centers and more––into one central hub to capture the true voice of the customer. Come back to our blog tomorrow for a recap of Day 2 at C3!

Customer centricity 40

Customer centricity Analytics Call Center Surveys 40